Framework

Variety of
shop
H1

H2
Convience Customer Revisit
satisfaction intention
H3

Shopping
experience H4

Customer
interaction
Variety of shop
Variety is defined as various numbers of products in shop, service providers from both
retail and non retail tenants such as banking, education learning, food court, and entertainment
services in a (C.Teller and J. Elms, 2010). In Varsity mall also have many types of shop like
clothes or computer shop, so from this they can make many choices and they will get
satisfaction because it can meet their needs. This is also considered as a characteristic of a
shopping mall which helps customers to meet their multipurpose shopping or one-stop
shopping or one-stop shopping.
H1 : There is a relationship between variety of shop satisfaction of the customer and revisit
intention at Varsity mall.

Convience
In this study, convience is defined as how a customer could easily reach a specific
shopping mall (C.A.Ingene, 1984). This factor also considered as the perception of customers
based on time and effort reduction. Convience is the important factor to attract customers to a
Varsity Mall. When have many convience such as food court, barber shop, laundry, ATM
machine and Cafe like Richiamo Cafe. This will make it easier for customers to get convience
because it is near residential area and easily for their who does not have transport. From this
they will get satisfaction and revisit Varsity mall because have more convience.
H2 : There is a relationship between convience of Varsity mall satisfaction of the customer and
revisit intention

Shopping experience
Shopping experience means they can fulfill their needs by buying products and
affordable price. With the price offered, the customer will be satisfied and will revisit intention
a Varsity mall because they can purchase a product or receive a service to fulfill their needs
and goals. There are also branded items for sale to fulfill the needs and satisfaction of customers
at Varsity mall for their revisit intention. Besides, the shopping experience also refers to how
happy customers are when they visit the varsity mall. They are pleased with the cheerful varsity
mall and the good service offered at each store. From this, they will have good shopping
experience at shopping mall and have revisit intention and they also get satisfaction. This effect
will affect the customer satisfaction and revisit intention at Varsity mall.
H3 : There is a relationship between shopping experience satisfaction of the Varsity mall and
revisit intention at Varsity mall.

Customer Interaction
Interaction between customers has gained the attention from researchers because people
tend to shop more based on social reasons (R.Moore, 2005) (E.M.Tauber, 1972). Researchers
suggested that customer interaction could enchance more shopping because it could enchance
more chance for customers to meet other people who might have similar interest. At Varsity
Mall students can come and interact with their friends to have happy time and they also can
meet their family and eat together at Varsity Mall. Therefore, customer interaction also can
give customer satisfaction and revisit intention Varsity mall.
H4 : There is a relationship between customer interaction of Varsity mall satisfaction of the
customer and revisit intention at Varsity mall.

Customer Satisfaction
Customer satisfaction can be defined as an evaluation people make after having chosen
to make a particular purchase. It can also be described as the connection between product
quality and post-purchase judgments (Day, 1984). Businesses quite often use this concept to
measure the successful product and service performance wherein quality exceeds a customer’s
needs and wants. According to Stamatis (1995) and Hill and Brierley (2017), customer
satisfaction is essential to promoting repeat purchases and achieving it requires not simply
performing well, but performing above the customer’s expectations (Katukurunda et al., 2018;
Wbjaj, et al., 2018)

Revisit Intention
Revisit intention in this study is referred to intention to shop at the specific shopping
mall in the future and positive recommendation to other people (J. Baker, M. Levy, and D.
Grewal, 1992) (W. B Dodds, K. B. Monroe, and D.Grewal).
Reference

C. Teller and J. Elms, “Managing the attractiveness of evolved and created retail
agglomerations formats,” Managing Intelligence & Planning, vol. 28, no. 1, pp.
25-45, 2010.

R. Moore, M. L. Moore, and M. Capella, “The impact of customer-to-customer interactions in

a high personal contact service setting,” Journal of Service Marketing, vol. 19,
no. 7, pp. 442-491, 2005

J. Baker, M. Levy, and D. Grewal, “An experimental approach to making retail store
environmental decisions,” Journal of Retailing, vol. 68, no. 4, pp. 445-460, 1992.

E. M. Tauber, “Why do people shop?” Journal of Marketing, vol. 36, no. 4, pp. 46-
49, 1972.

R. Moore, M. L. Moore, and M. Capella, “The impact of customer-to-customer interactions

in a high personal contact service setting,” Journal of Service Marketing, vol.
19, no. 7, pp. 442-491, 2005